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Home » Pet Insurance » About Us » Complaints

American Express Pet insurance complaints procedure

We aim to provide a first class service at all times. However, if you have a complaint, in order to be dealt with as quickly and efficiently as possible, please ensure your complaint is directed to the right organisation.

If your complaint is about your Policy, a claim on your Policy or the service you have received, please contact Cardif Pinnacle:

Postal Address

Customer Services Department
American Express Pet Insurance
Pinnacle House
A1 Barnet Way
Borehamwood
Herts
WD6 2XX
United Kingdom

Email Us at

customerrelations@cardifpinnacle.com

Phone

0330 123 1924

We aim to deal with your complaint quickly and efficiently and endeavour to resolve your concerns by the end of three business days following receipt. If we are unable to do this we will send you a letter to formally acknowledge your complaint.

We will keep you informed of our progress. We will contact you if we need more information to assist in addressing your concerns.

We will deal with your concerns as quickly as we can and wherever possible within 8 weeks of receiving your complaint, as required by the Financial Conduct Authority.

Once we have completed our investigations, we will respond to you with a final decision.

If your complaint is about the sale of your Pet Insurance policy from American Express Insurance Services, please contact:

Postal Address

American Express Insurance Executive Office
1 John Street
Brighton
East Sussex
BN88 1NH
United Kingdom

Email Us at

insuranceexec@aexp.com

Phone

01273 576109 

We aim to deal with your complaint quickly and efficiently and endeavour to resolve your concerns by the end of three business days. In the event this is not possible, your complaint will be referred to a member of our Executive Team who will investigate and respond to your concerns.

We will send confirmation in writing within 5 working days that we have received your complaint, and how long it will take to investigate the matter fully. The aim of this team is to resolve the matter within 4 weeks, however more complex issues may take longer. Should your complaint be one of the few not resolved within this time we will keep you informed of the progress and provide you with a final response within 8 weeks of your contact.

If for any reason your complaint is not resolved within 8 weeks, or you feel your complaint is not resolved to your satisfaction, you have the right to refer your case to the Financial Ombudsman Service for review.

The Financial Ombudsman Service is a free independent service set up by the Financial Conduct Authority to help you settle any dispute with companies regulated by them. Their contact details are:

Postal Address

Financial Ombudsman Service
Exchange Tower,
Harbour Exchange Square,
London,
E14 9SR
Telephone: 0800 023 4567

Visit us

www.financial-ombudsman.org.uk

Phone

0300 123 9 123 (calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs )


Pet Insurance sales

0800 038 0846
Opening hours: 08:30 – 18:00
Monday to Friday

Claims / Customer Service

0330 123 1924
Opening hours: 08:30 – 18:00
Monday to Friday